IT Service Desk Team Leader

IT Service Desk Team Leader

Reference: VTFCEN01584

Location: Grange Park, Northampton

Salary: £38,000 – £42,000 per annum (DOE)

Status: Full-Time, Permanent

Work Arrangement: On-site during initial 6-month induction and training period, with flexible working arrangements available thereafter.

About the Role

As a supportive bridge staffing agency, we are excited to partner with Yusen Logistics in recruiting an experienced IT Service Desk Team Leader.

In this pivotal role, you will guide the day-to-day operations of the Service Desk at Grange Park, ensuring exceptional technical support and customer experience across the organisation. You will lead, coach, and develop a talented team of Service Desk Agents and Co-ordinators, monitor SLAs, drive continuous service improvement, and serve as the escalation point for complex technical issues.

Key Responsibilities

• Service Desk Management: Coordinate daily operations, including workload management, ticket allocation, prioritisation, and major incident communications. Ensure robust first-line support across Microsoft 365, user access, hardware, software, and endpoints.

• Service Improvement: Review incident data and customer feedback to implement continuous process enhancements, maintain knowledge management practices, and align with Level 2 teams.

• Stakeholder Management: Build strong, collaborative relationships with internal stakeholders and cross-functional teams (Infrastructure, Applications, Security, and Projects), ensuring clear communication throughout the incident lifecycle.

• Team Leadership: Mentor, coach, and develop team members, complete PDRs and development plans, enforce company policies, and foster an inclusive, wellbeing-focused culture.

• Operational Oversight: Oversee incident, request, problem, and change management activities while providing hands-on support to the team as needed.

What You Will Bring to the Role

• Experience: Proven background working within an IT Service Desk or support environment, with demonstrable experience leading, coaching, or mentoring technical support teams.

• Technical Knowledge: Strong experience supporting Microsoft 365, Azure, Windows, and endpoint management solutions. Familiarity with ITSM platforms (ServiceNow, Freshservice, Jira, etc.) and ITIL frameworks (ITIL Foundation certification highly desirable).

• Skills: Excellent communication, stakeholder management, analytical, and problem-solving skills with a high attention to detail.

• Requirements: Good standard of education (strong written and verbal English) and a full driving licence (for occasional travel).

Comprehensive Benefits Package

• Base salary of £38,000 – £42,000 (DOE) plus pension scheme and individual health cover

• 25 days holiday (excluding bank holidays) + 5 days Volunteer Leave per year

• Opportunity for unpaid leave and up to 10 days international remote working*

• Exceptional wellbeing support: Health cash plan, critical illness cover, 24/7 online GP and mental health support services, on-site Mental Health First Aiders, and wellbeing/fitness apps

• Employee discounts, high street vouchers, and tailored career development opportunities